Desktop Support Engineer III

A&O Shearman is a new global industry-leading law firm, with 48 offices in 28 countries worldwide.

Our fluency in English law, US law, and the laws of the world’s most dynamic markets, enables us to provide unmatched insight and seamless delivery to clients. We work on challenging and important deals and disputes that have the potential to shape the future.

We offer exceptional opportunities for our people; opportunities to work for the world’s leading businesses; to transform the status quo, and to deliver your best work, helping you and your career to thrive, while delivering unparalleled outcomes for our clients.

Whether you’re helping clients solve complex challenges, transforming the ways we manage our business, or ensuring the smooth-running of our operations, this is an environment where you can belong and excel. We provide first-rate training and development, we are committed to an inclusive environment, and we provide support and ways of working that help you optimize your wellbeing.

What truly defines a career with us? We recruit the best and ask for the best of you. And together, we will redefine success.

ROLE PURPOSE
The Desktop Support Engineer III (“the Engineer III”) will provide hardware and software support to all firm users. The Engineer III will maintain, configure, install, and move computer hardware, and serve as an escalation point for complex issues. This individual will also plan and execute projects in alignment with Global Technology Solutions (GTS) department objectives.

ROLE AND RESPONSIBILITIES
Respond to user issues received through our current ITSM tool or management requests and update tickets accordingly throughout the issue resolution process.
Move, configure, install and setup computer equipment, operating systems, and application software.
Evaluate and diagnose hardware and equipment failures.
Provide user support for Apple device hardware and management systems.
Track and maintain accurate equipment inventories.
Conduct research, collect data, and contribute to or execute projects as needed.
Secure workstations against malicious software and facilitate necessary updates to antivirus software.
Mentor and coach level I and II engineers and serve as a point of escalation for complex tickets.
Complete escalations work and various projects as assigned by management.
Other duties and responsibilities as assigned.
KEY REQUIREMENTS
Knowledge, Skills & Attributes
Experience troubleshooting, fixing and/or using the following technology:
Active Directory
Adobe Acrobat
Antivirus/malware software
Apple and Blackberry mobile devices
Apple MAC
Blackberry Enterprise Server
Cisco Phones/Polycom
Computer Encryption (PGP)
Copiers Config (LDAP/SMTP)
Desktop Management
Document Management (DM) Systems
Document Comparison Tools
HelpDesk Ticketing Systems
Knowledgebase Systems
LAN/WAN/VLAN Systems
MDM solutions
MS Office Suite
Network Cable Routing (IT closets)
Network Troubleshooting
Printers Config/Install
Remote Access Tools (RSA)
Remote Assistance Software (Proxy)
Remote Office Phone Support
SharePoint Editing
Software Deployment
System Management Software (SCCM)
TCP/IP Knowledge
Video Conferencing (HDVC)
Windows 10 OS troubleshooting
Windows 10 Registry
Experience installing, configuring, and troubleshooting computer hardware.
Proven experience resolving issues with Microsoft Office and other typical desktop applications.
Exceptional customer service and interpersonal skills.
Excellent oral and written communication skills.
Ability to effectively defuse conflicts.
Results oriented with the ability to ensure consistent follow-up and closure of all open tickets.
Ability to interact effectively with users at all levels of an organization.
Ability to communicate technical issues to users in simple and easily understood terms.
Knowledge of Project Management processes and ITIL frameworks.
Ability and willingness to share knowledge and teach and coach others.
Education & Experience
4-7 years’ experience in computer hardware configuration and repair in a network environment.
At least 2 years’ experience in a position that required strong customer service. skills related to end-user computer support.
High school diploma required.
Associates Degree in Computer Science or related field preferred.
A+ certification.
ITIL certifications –v3 Foundations minimum.
Physical Activity/Other Miscellaneous
Ability to lift and carry 30 pounds if needed.
Ability to walk / stand a minimum of 4 hours per day.
Flexibility to travel to other offices as needed.
Ability to work outside standards business hours to accommodate meetings and calls with the global team.
Ability to work on call shifts.
Equal Employment Opportunity, including Veterans and Disability

A&O Shearman is an equal opportunity employer, including Veterans and Disability. Every individual has the right to work in a professional environment that promotes equal opportunity and prohibits discrimination and harassment. This policy applies to all aspects of an individual’s relationship with A&O Shearman, including, without limitation, recruitment, hiring, training and development, promotion, compensation, discipline, termination, and all other terms and conditions of employment.

If you are vision-impaired or have another disability under the Americans with Disabilities Act or similar law and wish to discuss accommodations related to applying for employment at A&O Shearman, please contact US HR Transactions at US-HRTransactions@aoshearman.com or call +1 212 610 6300 and ask for HR Transactions.